OBJECTIVE

Packages & parcels can be received for guests

who are arrival in house departed

Must be handled with extreme care Ensure delivery in least time frame

Ensure delivery to addressed guest

HANDLING PROCEDURE (Arrival)

On retrieval: check guests last name on parcel/package check for similar guest name in OPERA if guest name found, leave trace - under trace code PP - on business date when guest is due to arrive - ensure complete detail in trace receiving associate, date of retrieval trace must not resolved until delivery take contact details of delivery person stored at baggage service desk until arrival

HANDLING PROCEDURE (In House)

Follow similar process until guest locating Once guest is located, if in house - ring guest room and inform - must be delivered while delivery person present - deliver personally to guest Resolve trace with delivery associates name recorded In case no answer from room, send written message If no such guest in house, decline acceptance Record details for future reference

HANDLING PROCEDURE (Departed)

Locate for any future reservation, if found follow arrival procedure In case, no future reservation found, decline acceptance, inform Duty Manager prior to allowing delivery person to leave Duty Manager may contact the guest, organize courier delivery guest to bear charges Ensure traces are updated with complete information on departed reservation In case departed guest not approachable, Duty Manager denies acceptance. Traces still to be updated for future reference with DMs name

DO s & DONTS
Dos all packages and parcels must be scanned for security clearance a trace must be immediately entered upon the acceptance of a package or parcel Control F 7 to be used to search for guests the trace shall remain unresolved until it has been physically handed over Don'ts do not make any payments on behalf of the guest unless requested for do not accept the parcel or package should there be any security doubt over the item

ANY QUESTIONS???